Customer Service Agent - WNS Global Services

Job Description

• Identify and understand customer needs to consistently provide a high-quality service.
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer inquiries in a timely and effective manner.
• Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
• Provide accurate information on products and services to clients to ensure consistency across the organization.
• Promote and cross-sell the UK client’s products and services to complement existing products (where applicable) and enhance customer experience and loyalty.
• Operate customer-related information systems to maintain and secure records.
• Contribute to the success of the team and the business by achieving personal targets.
• Adhere to the company and department standards, policies, and procedures.

Qualifications

• Grade 12 / Matric
• Minimum of 6 months call center experience in a service environment
• UK call center experience advantageous

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Additional Information

Required Skills:

• Computer literacy
• Proficient in MS Word, Email and good typing speed
• Neutral accent with excellent verbal and written English communication skills

Competencies:

• Customer service orientation
• Results-driven
• Quality focus
• Ability to work under pressure
• Ability to adapt to constant changes
• Ability to work in teams
• Empathetic